• Journal of the Korea Safety Management & Science
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• v.15 no.1
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• pp.241-248
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• 2013

Importance-Performance Analysis(IPA) is a well-known methodology to find the area for improvement. However, the IPA uses different strategies depending on an attribute falls in either 'Concentrate', 'Keep up', 'Possible overkill', or Low priority' quadrant. Problems can occur when attributes locate near the demarcation lines. To solve this problem of IPA, I suggest a modified importance-satisfaction analysis which integrates the Slack(1994)'s diagonal approach and Kano's ASC(Jang et al., 2012) into Yang(2003)'s Importance-Satisfaction model. For this, I investigated 21 smartphone's quality attributes, which adopted from Song and Park(2012)'s study, and conducted a survey of 280 university students for the results of Kano' model and the importance and satisfaction of the quality attributes. The results show that the proposed model enables the business managers to prioritize the quality attributes for improvement through the interpretation on the continuous diagonal line using the Kano's questionnaire only, without acquiring any additional survey for importance of attributes. Accordingly, it is expected that the newly proposed method will diminish the limitation of the existing IPA. In addition, to test the validity of the ASC, this study conducts a comparative analysis between the Kano's ASC and Tontini(2007)'s method to determine the relative importance of quality attributes.

• Journal of the Korea Safety Management & Science
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• v.14 no.2
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• pp.205-212
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• 2012

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction. we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements. which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, we analyzes the factors that influence College Student's Satisfaction of teaching using Kano Model, Timko's CS-Coefficient.

• IE interfaces
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• v.20 no.4
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

• Journal of Auto-vehicle Safety Association
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• v.14 no.2
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• pp.75-82
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• 2022

Automated vehicles (AVs) are coming to our roadways. In practice, there are still several challenges that can impede the AV sensors are polluted on various road conditions. In this paper, we propose a strategy for V2E performance assurance technology using Kano model. We are developing the vehicle sensor cleaning system about the three types of commonly used sensors: camera, radar, and LiDAR. Surveys were carried out in 30 AV's experts on quality characteristics about V2E performance assurance technology. As a result, the Kano model developed to verify a major requirement of autonomous vehicle's sensor cleaning system. It is expected that the Kano model will be actively used to verify the importance of V2E development strategy.

• Journal of Korean Society for Quality Management
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• v.31 no.3
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• pp.98-113
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• 2003

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

• Journal of the Korea Safety Management & Science
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• v.15 no.1
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• pp.259-269
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• 2013

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. As there were a few limitations on the Kano's method and on the Timko's customer satisfaction index method. The objective of this study is to provide improved methodology based on the Kano's method. One case studies are solved by the proposed method.

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.209-220
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• 2013

Purpose: This paper compares and discusses the influence on the quality classification of Kano's questionnaire which is used for the Kano model(Kano et al., 1984), the 3-point Likert-scale newly proposed by Kano and the 5-point Likert-scale presented in this study. Methods: For the comparison, the current study conducts a survey of 631 television viewers. The classification results of the three methods are then compared with those of direct classification which is adopted as a standard for classification of quality attributes. Results: The agreement rates between the results using conventional Kano's questionnaire and the results using direct classification is higher than the results using 3-point and 5-point Likert-scales. In addition, the attributes grouped as must-be or attractive in the direct classification appear to be classified as one-dimensional attributes in the Likert-scales. Conclusion: In comparison with the convensional Kano's questionnaire, the Likert-scale questions highly tend to classify the quatity attributes as one-dimensional. Although the classification results of the 3-point and 5-point Likert-scales are the same, the 5-point Likert-scale has the advantage to classify quality attributes in more detail.

• Journal of Korean Society for Quality Management
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• v.37 no.4
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• pp.31-42
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• 2009

Various studies have been undertaken in order to effectively understand customer requirements. Kano proposed a dualistic approach, physical fulfillment and customer satisfaction, to differentiate Attractive, Must-be, One-dimensional quality attributes. As there were a few limitations on the Kano's method, researchers have proposed improved methods. However, there have been few empirical evidences that the improved methods are superior to the original Kano's method for identifying relevant quality attributes. The objective of this study is to provide a comparative study on Kano and improved Kanomethods based on empirical analysis of quality attributes on University services. For the analysis of the questionnaire formats, the Kano's original 5 scale questionnaire is more effective than improved methods, direct and 3 scale questionnaire. For the analysis of evaluation methods, the original Kano and Timko's method using the evaluation table are more effective than quantifying methods, Domouchel and Lim's methods.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.453-466
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• 2012

Purpose: The Kano model has been widely accepted as a method for classifying quality attributes for almost three decades since its introduction. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear and confusable meanings. New wordings of the five alternatives are proposed in this paper. Methods: To evaluate the effectiveness of the proposed wordings, we classify 30 quality attributes of smartphones using the conventional wordings and the proposed wordings respectively. The two classification results are compared with the direct classification results by undergraduate students who learned the Kano model. Results: The classification results using the proposed wordings are much more consistent with the direct classification results than those using the conventional wordings. Conclusion: The proposed wordings are less confusable and easy to understand, and thus it results in more consistent with the direct classification.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.5 no.4
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• pp.95-111
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• 2010

The development of competitive new product is essential in competitiveness power of modern enterprises. The enterprises need to develop new products for its continuous growth. In this paper, a new product development process which reflect voice of customer in design of the product is suggested. Delighters in Kano's quality model are applied in primary design step. In the main design step, we analyze that whether Kano's primary satisfiers satisfy the customer needs which was found using Timko's customer satisfaction coefficient. It is shown that Kano's delighters and Timko's customer satisfaction coefficient are very effective in new product development.